Royal Oak SMS - Confirmation of Furniture Installation

Experience:

Recently, we bout Sofa from Royal Oak showroom. It was delivered in just few days. I was really happy with the service and quality of Sofa. It was immediately setup by the Royal Oak Team.

After setting up the Sofa, I received an SMS as presented below.

On first view, I was unable to relate with the sender as the sender name was not Royal Oak. The sender name was BZ-CTXFER. Moreover, the SMS mention about booking id and order id which does not really matter to me. I was not even able to relate with Royal Oak Sofa as they did not mention about the product name.

At the end of SMS, they were requesting for the feedback. However, the feedback link was “https://www.cityxfer.com/cfeedback…” and that I could not relate again with Royal Oak.

Learnings:

1. Language should be easy so that consumer can make out the meaning. In this case, the SMS did not mention about the product name.

2. SMS should have necessary details. In this case, Order id and booking id were really unnecessary.

3. Sender name should be recognised to build authenticity. In this case, the SMS came from BZ-CTXFER which was not from Royal Oak.

Suggestions:

1. Instead of booking id or order id, they can mention the product name (i.e. Sofa).

2. They can use natural language to communicate their message.

3. The message started with Customer. Perhaps, they could use my name and give personalised experience.

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